Customer Success Manager - Airlines

Description

What you will be doing

• Lead the lifecycle management of assigned cargo airlines accounts and ensure timely renewals.
• Continuously work with data and other internal tools, define and implement metrics to monitor your territory performance and take action accordingly to manage at risk accounts and develop advocates.
• Review and report on usage, adoption and customer health metrics.
• Conduct continuous business/account reviews to share positive outcomes and identify growth opportunities.
• Drive retention and growth among our cargo airline customers by understanding their business needs and helping them succeed.
• Provide ongoing training and best practices to customers.
• Work cross-functionally with marketing, sales, product management to ensure the best Xeneta experience is delivered to the customer.
• Identify and implement customer success projects or programs that interest you.

Your profile and experience

• Understand the DNA of what makes a cargo airline customer tick, the entire lifecycle of the customer from 5+ years of working experience at an airline or freight forwarder focus on air.
• Experience working with B2B SaaS product.
• Excellent English skills, written and oral.
• Good negotiation skills and not afraid to take risks.
• Customer obsessed mind-set and strong appreciation for entire customer journey.
• Ability to connect with other functions in the business, specifically marketing and sales to create a seamless end to end customer experience.
• Creative and resourceful problem-solving skills.
• Ability to learn and quickly integrate new often technical information.
• Ability to work in a diverse and flexible culture with a global outlook.
• A strong ‘willing to go the extra mile’ and ‘get it done’ work ethic and attitude.
• Self-starter & adaptable: thrives in a dynamic, fast-paced environment. Able to overcome ambiguity.
• Superb interpersonal skills, including the ability to quickly build rapport with colleagues, both customers and strategic partners.
• Excellent communication skills, able to communicate confidently, pleasantly and concisely in verbal, written and presentation formats.
• Collaboration: the ability to work across a broad range of functions internally and externally to deliver value to our customers.
• Experience working with Salesforce.

What we offer

• You will be a part of a growing company that is currently redefining a multi-billion dollar industry through a period of unprecedented upheaval. Your work will have significant impact on this.
• You will work together with highly motivated colleagues who are curious to learn something new from you, and to teach you what they are good at.
• You can educate yourself during work hours: you can spend several hours each month attending courses, reading books, getting involved in communities.
• We value work-life balance, and we want to make sure you can spend quality time with your family or enjoy your hobbies when your workday is over.
• We will help you grow your career: our managers will help identify areas of improvement for you, either if you want to grow into a specialist in your field, or if you want to eventually go into leadership / management direction.
• We have flexible working hours (core time with meetings is 10:00 to 15:00, the rest is up to you) and you can work remotely for extended periods of time when needed.
• You will enjoy our generous vacation plan: 5-10 extra paid days off around public holidays throughout the year, in addition to 5 weeks of paid vacation.

• Our Impact: We’re category leaders digitalizing the way ocean and air freight is bought and sold ringing on-demand actionable data to all industry stakeholders. We’re moving fast.
• Our Technology: Deep data analytics and integrations coupled with a scalable, sleek and beautiful user interface.
• Our Customers: Leading airlines, freight forwarders and shippers covering all corners of the world.
• Our Team: Shipping, airfreight, consulting and tech all-stars on our roster.
• Our Values: Xeneta is One. Ownership drives Impact. Transparency builds trust. Modernization through data. Diversity is our Superpower.
• We celebrate diversity and are committed to creating an inclusive environment for all employees.

About Xeneta